At Optus we’re always on the hunt for ways to help better service our customers. We’re pleased to announce that we’ve now launched Messaging which is replacing Live Chat - so, what’s the difference? We’ve outlined some of the key changes brought about by messaging. We’ll also show how to use the service and tips for getting the best possible experience.
Remember, you will need to be registered for My Account. Learn more about the benefits of My Account here.
To set the record straight, Chat and Messaging are not the same thing. There are several things which distinguish the two forms of digital communication. We’ve listed a few of the major differences below:
For the best possible experience, we suggest messaging through the My Optus app . If you don’t have the app, simply head to the app store to download the My Optus app. For those who prefer, you can also continue the message over on your My Account. If you stop a conversation in My Account, you can pick it up in the app!
Messaging as it appears in the My Optus app
1) Open the My Optus app
2) Select Message Us from the Help menu
3) Login to your My Account to start Messaging
4) Select the product you need help with
5) Select the area of your enquiry:
- Billing and General support: Billing and General product & service enquiries
- Track your order: Support for Broadband installation/activation, mobile service activation and delivery enquiries)
- Technical issues: Broadband & Mobile faults and device troubleshooting
- Sales: Connect with an agent from our Sales team
6) Begin your conversation!
Your My Account Dashboard
1) Head to the Optus My Account page
2) Once you have logged in, you can message via the Message Us tab on the bottom of left of your screen
The messaging interaction screen
3) Start messaging!
Want to learn more? Check out the articles below:
As always, if you have any questions - drop us a comment below 😊
May I ask what the targets are for response times on your staff using the messaging feature?
I feel a move like this is an allowance to increase the amount of time taken on responding to clients whereas a Live Chat requires the representatives to provide a timely follow up.